# Template 02: Product not received

**Stripe category:** `product_not_received`
**Typical codes:** Visa 13.1 (merchandise/services not received) · Mastercard 4855 · Amex C08

**The claim:** "I paid and never got access" or "the service was never provided."

---

## What the bank needs to see

From [Stripe: dispute categories](https://docs.stripe.com/disputes/categories):

- The product was delivered, or isn't due yet (for example, a cohort that starts next month).
- You already refunded it.
- The customer withdrew the dispute.

For digital products, Stripe says to "focus on evidence of usage, login, or download", because there's no tracking number.

## Fight or accept?

| Situation | Decision |
|---|---|
| Logs show login, download, or use after payment | **Fight** |
| The delivery date hasn't arrived (pre-sale, cohort starts later) and it was stated at purchase | **Fight** |
| Access email bounced, account never activated, no logins | **Accept or refund.** Fix your delivery. |
| Outage or bug blocked access during the period they paid for | **Accept** (or partial refund if they used part of it) |

## Evidence to attach (digital product / SaaS)

| Evidence | Stripe field | What to put in it |
|---|---|---|
| Customer IP at purchase | `customer_purchase_ip` | |
| Customer name | `customer_name` | |
| Customer email | `customer_email_address` | |
| Delivery and access logs | `access_activity_log` | Proof the customer accessed or downloaded the product **after** paying: IPs, timestamps, actions. Include the access email send/delivery log. |
| Customer communication | `customer_communication` | Any messages. If they never contacted you before disputing, say so clearly. |
| Other | `uncategorized_file` / `uncategorized_text` | Device location and ID; proof the delivery date hasn't arrived yet; if only part was undelivered, show the disputed amount exceeds the undelivered part |

## Rebuttal letter

```
Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

The customer received and used the product. We ask that this dispute be reversed.

[PRODUCT_NAME] is a [digital product / web app]. Access is delivered [instantly by email / by account login] at [URL, as text, not a link].

Timeline
1. [DATE TIME TZ]: Purchase of [PLAN/PRODUCT] by [EMAIL]. (Exhibit A)
2. [DATE TIME TZ]: Access email sent and delivered to [EMAIL]. (Exhibit B)
3. [DATE TIME TZ]: First login / first download from IP [IP]. (Exhibit C)
4. [DATE] to [DATE]: [N] sessions; [specific usage: "downloaded 3 files", "completed 6 of 10 lessons", "made 1,204 API calls"]. (Exhibit C)
5. [DATE]: Dispute opened. The customer did not contact us before opening it. / The customer wrote on [DATE]; we replied within [X] hours. (Exhibit D)

[If not yet due] The purchase was for [cohort/program] starting [DATE], as shown on the checkout page (Exhibit E). The service is not due yet.

Evidence attached
A. Order record
B. Delivery email log
C. Access and usage log after purchase
D. Customer communication (or statement that none was received)
E. Checkout page showing the delivery date [if applicable]

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]
```

## Mistakes that lose this one

- "We sent the email" with no proof it was delivered or opened. Show the send log *and* the first login.
- Usage logs from a different email than the buyer's, without explaining the link (e.g. a team seat).
- Links to your app or a Loom video. Banks won't click. Screenshots only.

## Prevent the next one

Instant welcome email with a big access button. A "didn't get it? reply here" line on the receipt. Log first login and first download. Chase unactivated accounts at 24 hours.

*Made by Dan Shipped — @danshipped. Not legal advice.*